Organization settings
Set your workspace name, chat color, messages, grace period and after-close behavior, and learn what each setting does for customers.
Go to Desk → Admin → Organization. The page is listed for roles with the
tenant_settings.view permission. Saving needs tenant_settings.edit. With
view only, the fields are read-only and the page says you can view the
settings but not change them. See Roles and groups
for how to grant these permissions to a role.
Change any fields and choose Save changes. Only the fields you changed are saved, and the button stays disabled until something valid has changed.
Organization
- Organization name — required, up to 120 characters. Customers see it in the chat header and in emails.
- Time zone — used for business hours and the times shown in emails.
- Business hours — the calendar that decides when you are open. Create calendars in Desk → Admin → Business hours (see SLA and business hours).
Branding
Primary color fills the customer's chat bubbles and the send button, with
white text on top. Enter a six-digit hex color such as #1D4ED8, or use the
color picker next to the field.
The color must have a contrast ratio of at least 4.5:1 with white text (WCAG AA). Below the field, a live preview shows a mock chat with your color, a Passes AA or Fails AA label and the measured ratio. If the color fails, a warning offers Use suggested color, the closest color that passes. The server checks the ratio again when you save and refuses a color that fails.
Logo and accent color settings are not available yet.
Customer chat
- Welcome message — greets customers who open the chat. Up to 500 characters. It also appears in the branding preview.
- Out-of-hours message — shown when nobody is available. Up to 500 characters.
- When a customer has left the chat — choose how a customer hears about a
reply sent while they are away:
- Email them the reply — the customer gets the reply by email.
- Do not notify — the customer sees the reply only when they come back.
Clear a message field and save to remove that message.
Sign-up and closing
- Let customers sign up themselves — when on, anyone with an email address can start a chat. When off, customers cannot create their own account.
Grace period
Grace period (hours) is how long a resolved ticket stays open to a reply. Enter a whole number from 1 to 720. The default is 72 hours (3 days).
- If the customer writes within the grace period, the ticket reopens and keeps its group and owner.
- If the grace period ends with no reply, the ticket closes automatically.
After-close behavior
When a customer writes after it closed decides what happens to a message that arrives once the ticket is closed:
| Option | Result |
|---|---|
| Start a new conversation (default) | A new ticket is created and linked to the old one as a follow-up. It is routed like any new ticket. |
| Reopen the previous conversation | The closed ticket reopens instead. |
Customers never see this split. They see one continuous conversation either way.
Data retention
Keep closed tickets and Keep audit log decide how long data is kept before it is deleted for good. Shortening ticket retention asks you to confirm first. See Audit log and data retention.
Audit log
Each save is recorded in the audit log with who made the change and the old and new values.